One of the biggest challenges facing businesses, especially those handling complex inbound traffic, is ensuring that customers are connected to the correct agent pool or self‐service IVR. Disconnects, transfers and long hold times drive up costs while driving down customer satisfaction — costly errors that undermine the bottom line.
CSG Inbound solutions integrate inbound/outbound interactive voice, SMS/text messaging, email, print, web and fax in a common environment. All inbound calls land on our platform first. A richly layered, but simple customer designed IVR application provides voice prompts for the end customer’s experience. A combination of text‐to‐speech and “drop‐in” capabilities allow our call center clients to rapidly and cleanly modify prompts to reflect promotions, marketing changes or customer segmentation on the fly without having to disrupt service.